Finweek English Edition - - Openers - BENE­DICT KELLY benk@fin­

I HAVE TWO LABRADORS at home, and when they get bored, they like to play. In this case they de­cided that the air fil­ter on my Sam­sung vac­uum cleaner would make a great chew toy.

Con­sid­er­ing how much hair they leave around the house, this was noth­ing less than a catas­tro­phe, but it gave me the op­por­tu­nity to call the Sam­sung con­tact cen­tre to see how it shaped up.

The menu sys­tem is well laid out by prod­uct set and there’s even an op­tion at the end to re­play the op­tions, which is al­ways ap­pre­ci­ated.

It took just over 30 sec­onds to speak to an agent, even though home ap­pli­ances are the last op­tion on the menu.

The agent was clear and con­cise and could give me the name and phone num­ber of an agent in what seemed like an in­stant. So quick I was won­der­ing if he had the in­for­ma­tion mem­o­rised.

Apart from an an­noy­ing con­fir­ma­tion of which but­ton I had pushed when I chose the op­tion for home ap­pli­ances in the menu sys­tem, it’s hard to fault Sam­sung. Some­thing that goes a long way to en­sure cus­tomer sat­is­fac­tion.

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